Mayra Herrera
San Antonio,Tx
Summary
Hardworking and passionate job seeker. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Fraud Specialist
TaskUS
03.2022 - 05.2023
- Conducted customer service operations in a call center environment, managing a high volume of incoming calls with professionalism and efficiency
- Utilized problem-solving skills to resolve customer issues and complaints, resulting in high levels of customer satisfaction and retention
- Utilized multiple computer systems and databases to accurately document customer interactions and case information
- Consistently exceeded performance metrics and goals, including call handling time, first call resolution rate, and customer satisfaction ratings
- Developed and maintained strong relationships with customers, ensuring their needs were met and their trust in the company was maintained.
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
General Merchandise: Fulfillment Expert
Target
10.2021 - 03.2022
- Provided excellent customer service, greeted customers, and assisted them in finding products, resulting in increased customer satisfaction and sales.
- Maintained the sales floor by keeping it clean, organized, and visually appealing, ensuring a positive shopping experience for customers.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Stocked designated items on shelves, end caps and displays.
- Demonstrated product knowledge and familiarity with current promotions, effectively upselling and cross-selling to customers
- Assisted with inventory management, restocking shelves, and completing merchandise transfers, ensuring adequate product levels were maintained on the sales floor
- Worked collaboratively with team members to achieve sales goals and meet performance metrics.
- Consistently demonstrated a strong work ethic and positive attitude, leading to recognition and appreciation from management and colleagues.
- Reviewed printed tickets or digital orders to get item numbers and merchandise locations.
Fulfillment Expert
Walmart
08.2020 - 10.2021
- Retrieve orders from the store's inventory. Accurately select the specified items, ensuring proper quantity and quality control.
- Organize and stage the prepared orders in the designated pickup area. Follow Walmart's guidelines to maintain an organized and efficient workflow.
- Greet and assist customers who arrive for order pickup. Provide friendly and helpful service, addressing any questions or concerns they may have like substitutions. Assist with loading orders into customers' vehicles.
- Monitor inventory levels and communicate with the store's inventory team to ensure timely restocking. Notify management of any inventory discrepancies or issues
- Utilize Walmart's systems and technology to track and document order fulfillment processes.
- Update order statuses and record any necessary information, such as substitutions or customer preferences.
- Assisted manager in training new employees to apply strategies and best practices in fulfillment process.
- Aided manager in developing and implementing new processes and procedures to improve fulfillment process.
- Interacted with guests in friendly and knowledgeable way.
Assistant Supervisor
JCPenney
08.2019 - 03.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Assign tasks, set goals, and provide ongoing feedback to ensure individual and team success in this case it was to meet credit card sign up daily goal
- Revised work practices to improve efficiency, boost quality and meet production goals.
- Maintained compliance with company policies, objectives, and communication goals.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently
- Serve as a primary point of contact between the team and higher-level management or other departments. Communicate goals, objectives, and relevant information to team members, ensuring clarity and alignment.
Visual Merchandiser Assistan
JCPenney
05.2019 - 08.2019
- Worked with store managers to implement new displays, promotions and store layout changes.
- Managed aesthetically pleasing displays to showcase company products and increase sales.
- Enhanced overall store appearance by applying careful consideration to product and display locations.
- Built properly lit and well-maintained displays, creating inviting atmosphere in stores.
- Assist in various tasks as assigned, such as inventory counting, visual display changes, or assisting with store events or promotions.
- Organized store merchandise racks by size, style, and color.
Fulfillment Lead
JCPenney
01.2019 - 05.2019
- Handled production picking, packing and shipping orders.
- Processed more than 100 orders each shift with consistent record of meeting or exceeding productivity targets.
- Assisted manager in training new employees to apply strategies and best practices in fulfillment process.
- Communicated with other departments to facilitate fulfillment activities and address issues.
- Selected and filled orders from stock to fulfill customer requirements.
- Received and reviewed new orders, located requested merchandise, and promptly initiated processing.
- Drove customer satisfaction by successfully completing all returns quickly.
- Respond to customer inquiries related to order status, shipping updates, or product availability.
- Test store for curbside pick up
Cashier
JCPenney
10.2018 - 01.2019
- Provide exceptional customer service by greeting customers, answering their questions, and assisting them with any inquiries or concerns they may have.
- Built relationships with customers to encourage repeat business.
- Worked flexible schedule and extra shifts to meet business needs.
- Accurately and efficiently handle cash, credit card, and other forms of payments from customers. Process transactions using the cash register or point-of-sale (POS) system
- Promote JCPenney's products and services. Inform customers about ongoing promotions, discounts, or loyalty programs to maximize sales opportunities.
- Tallied cash drawer at beginning and end of each work shift.
- Learned duties for various positions and provided backup at key times.
Sales Associate
Michaels Arts And Crafts
09.2017 - 10.2018
- Greet customers warmly and assist them throughout their shopping experience. Answer questions, provide product information, and offer assistance as needed to ensure a positive customer experience.
- Accurately and efficiently handle cash, credit card, and other forms of payment from customers. Process transactions using the cash register or point-of-sale (POS) system while adhering to Michaels' cash handling policies and procedures
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Built relationships with customers and community to promote long term business growth.
- Trained new employees on customer service, money handling and organizing strategies.
- Set and achieved company defined sales goals.
Server
The Conservatory At Wells Branch
03.2017 - 05.2017
- Served food and beverages promptly with focused attention to resident needs
- Cultivated warm relationships with residents
- Maintained clean and organized dining areas to uphold dining room hygiene standards.
- Displayed enthusiasm and promoted excellent service to residents
- Helped residents with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Personal Assistant
Tortilleria Jimenez
01.2016 - 08.2016
- Maintained appropriate filing of personal and professional documentation.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Kept detailed track of household and maintenance inventory and schedules.
- Experienced with productivity tools such as Google Docs and Sheets.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
Education
No Degree - Psychology
North Central Texas College
Gainesville, TXHigh School Diploma -
Harmony Science Academy
Pflugerville, TX05.2017
Skills
- Special Projects
- Professional Relationships
- Visual Storytelling
- Critical Thinking
- POS Systems Operations
- Time Management
- Verbal and Written Communication
- System Documentation
- Understanding Customer Needs
- Training and Development
- Active Listening
- LexisNexis
Certification
- Marketing Management, Alison - Apr 2020
- Understanding How Feelings Work and the Imprint Period, Alison - Feb 2020
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
References
- Katrina Zacca, (940) 566-6086
- Belinda Rabago, (512)-965-0286,
- Tanutcha Dimmick, (813) 694-6877
Timeline
Fraud Specialist
TaskUS
03.2022 - 05.2023
General Merchandise: Fulfillment Expert
Target
10.2021 - 03.2022
Fulfillment Expert
Walmart
08.2020 - 10.2021
Assistant Supervisor
JCPenney
08.2019 - 03.2020
Visual Merchandiser Assistan
JCPenney
05.2019 - 08.2019
Fulfillment Lead
JCPenney
01.2019 - 05.2019
Cashier
JCPenney
10.2018 - 01.2019
Sales Associate
Michaels Arts And Crafts
09.2017 - 10.2018
Server
The Conservatory At Wells Branch
03.2017 - 05.2017
Personal Assistant
Tortilleria Jimenez
01.2016 - 08.2016
No Degree - Psychology
North Central Texas College
High School Diploma -
Harmony Science Academy